Lettings Complaints & Compliance Lead

Kinleigh Limited.; Wimbledon; Remote; GBP 45,000 - 65,000; Full time

Job summary

Kinleigh Limited. is seeking an experienced Complaints Manager to join the Compliance team in London. You will own complex complaint cases, drive resolutions, and oversee escalations to external redress bodies while supporting continuous improvement across Lettings operations.

You will work with branch managers and senior stakeholders, applying strong regulatory knowledge and analytical skills to deliver fair, commercially sound outcomes within strict deadlines.

Qualifications

• Proven experience in complaints handling, dispute resolution or compliance within residential lettings or property management.
• Strong knowledge of residential lettings legislation, tenancy agreements and regulatory requirements.
• Excellent investigative, analytical and written communication skills.

Responsibilities

• Manage Stage 2 complaints from investigation through to final resolution.
• Oversee escalations to The Property Ombudsman (TPO) and Property Redress Scheme (PRS), preparing robust submissions.
• Manage First-tier Tribunal (Property Chamber) market rent cases, including Section 13 challenges and landlord representations.
• Collaborate with branch managers and senior stakeholders to resolve complex matters.
• Assess legal, financial and reputational risks, negotiating fair outcomes.
• Monitor complaint trends and recommend improvements to processes and training.
• Produce regular management reports on complaint outcomes, tribunal activity and costs.

Skills

Complaints handling

Dispute resolution

Compliance

Residential lettings

Regulatory knowledge

Investigative skills

Analytical skills

Written communication

Negotiation

Organisational skills

Section 13

TPO/PRS investigations

Tenancy deposit disputes

Job description

Kinleigh Limited. is seeking an experienced Complaints Manager to join the Compliance team in London. You will own complex complaint cases, drive resolutions, and oversee escalations to external redress bodies while supporting continuous improvement across Lettings operations.

You will work with branch managers and senior stakeholders, applying strong regulatory knowledge and analytical skills to deliver fair, commercially sound outcomes within strict deadlines.